IT Helpdesk Specialist

• Receive, log, prioritize, and resolve employee support requests within agreed response times.

• Provide clear updates to users and close requests with accurate documentation.

• Escalate complex or unresolved issues to the appropriate IT team with full details.

• Install, configure, and maintain laptops, desktops, monitors, printers, mobile devices, and other IT equipment.

• Prepare and configure new devices for employees.

• Troubleshoot hardware problems and coordinate repairs or replacements.

• Maintain accurate records of IT assets and assigned equipment.

• Support employee onboarding and offboarding by preparing, collecting, and configuring devices.

• Assist with basic administration of Google Workspace accounts and services.

• Create, modify, suspend, and manage user accounts as assigned.

• Assist with Google Groups, shared resources, and access permissions.

• Troubleshoot Gmail, Google Drive, Google Meet, Google Calendar, and other Workspace services.

• Perform advanced troubleshooting of LAN, Wi-Fi, VPN, and Internet connectivity issues.

• Carry out network configuration and troubleshooting.

• Troubleshoot FortiGate firewall issues and support firewall-related requests.

• Monitor and report recurring network problems.

• Escalate routing, switching, and other advanced network issues when required.